Enhanced Capabilities with Verint Intelligent Virtual Assistant Enable Easy Design and Deployment, Accelerate Time to Value, and Increase ROI
April 11 2023 - 8:30AM
Business Wire
Powered by Verint Da Vinci AI, Solution Enables Brands to
Deliver Customer Experience Automation at Scale
Verint® (NASDAQ: VRNT), The Customer Engagement Company®, today
announced that advanced capabilities for Verint Intelligent Virtual
Assistant™ (IVA) will be available on April 19 and deliver a
conversation design platform that enables teams to design, deploy,
and improve IVAs faster, collaboratively and at scale. Verint IVA
is part of Verint Customer Engagement Platform powered by Verint Da
Vinci™ AI to activate insights and automate experiences across the
enterprise.
Conversational artificial intelligence (AI) helps organizations
gain confidence in their ability to provide high quality customer
experiences. According to a recent Verint study, nearly
three-quarters of the highly confident respondents – confident
about their organization’s ability to provide the level of
experience demanded by modern consumers – had implemented an IVA
before or during 2022, more than half increased spending on those
solutions in 2022 versus 2021 and just under half currently share
work between human employees and bots.
“Customers appreciate using their own words in natural
interactions with bots but get frustrated when automated systems
don’t understand simple queries or have limited options,” explains
Derek Top, senior analyst and research director at Opus Research.
“Verint’s IVA Studio enables developers to start with pre-built
models that reduce the time and resources required to support a
variety of complex interactions and transactions.”
Verint IVA allows for the quick and efficient deployment of
automation across an organization’s digital and voice channels to
deliver consistent and personalized self-service experiences, while
also optimizing contact center operations.
Equipped with pre-built natural language understanding (NLU)
models and extensive AI and analytics fueled by Verint Da Vinci,
Verint IVA allows an organization to scale a hybrid workforce,
consisting of humans and virtual assistants, to provide
differentiated customer experiences while easily integrating with a
company’s existing systems.
Verint IVA also includes a low-code, drag-and-drop editor called
IVA Studio, which is equipped with an intuitive, visualized user
interface that enables large enterprises and SMBs to quickly
launch, tune, and improve their bots in-house, on their own terms
resulting in immediate ROI. As business and consumer needs evolve,
new intents and languages can be added and measured in real-time
across endpoints to derive insights, so organizations can pivot and
improve the customer experience. This tuning process allows for
transparency and control into the creating and improvement of
tailored language models for an enterprise, its brand and its
customers.
Based on more than two decades of real-world AI experience,
Verint IVA delivers mature NLU models specific to industry use
cases in banking, insurance, healthcare, among others. With the
ability to seamlessly integrate into current chatbot solutions,
these NLU models produce attentive, hyper-personalized and
human-like conversations. The solution also enables end users to
build and manage voice AI flows to support an omnichannel approach.
For example, augmenting the IVA experience by handing over complex
chatbot conversations to a live agent with the proper context.
“Rolling out more digital channels doesn’t always guarantee an
improvement in customer engagement. Modern consumers expect
seamless digital interactions, regardless of channel,” says
Verint’s Heather Richards, vice president, go-to-market strategy,
digital first engagement. “Brands need a way to scale customer
interactions across channels and Verint IVA introduces AI-powered
conversational experiences – driving a better customer experience
and automating processes in the contact center.”
Visit Verint Conversational AI and Verint Intelligent Virtual
Assistant to learn more.
About Verint Verint® (NASDAQ: VRNT) helps the world’s
most iconic brands build enduring customer relationships by
connecting work, data, and experiences across the enterprise. More
than 10,000 organizations in 180 countries – including over 85 of
the Fortune 100 companies – are using the Verint Customer
Engagement Platform to draw on the latest advancements in AI,
analytics, and an open cloud architecture to elevate customer
experience.
Verint. The Customer Engagement Company®. Learn more at
Verint.com.
This press release contains “forward-looking statements,”
including statements regarding expectations, predictions, views,
opportunities, plans, strategies, beliefs, and statements of
similar effect relating to Verint Systems Inc. These
forward-looking statements are not guarantees of future performance
and they are based on management's expectations that involve a
number of risks, uncertainties and assumptions, any of which could
cause actual results to differ materially from those expressed in
or implied by the forward-looking statements. For a detailed
discussion of these risk factors, see our Annual Report on Form
10-K for the fiscal year ended January 31, 2023, and other filings
we make with the SEC. The forward-looking statements contained in
this press release are made as of the date of this press release
and, except as required by law, Verint assumes no obligation to
update or revise them or to provide reasons why actual results may
differ.
VERINT, VERINT DA VINCI THE CUSTOMER ENGAGEMENT COMPANY,
BOUNDLESS CUSTOMER ENGAGEMENT, and THE ENGAGEMENT CAPACITY GAP are
trademarks of Verint Systems Inc. or its subsidiaries. Verint and
other parties may also have trademark rights in other terms used
herein.
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Media Relations Sue Huss sue.huss@verint.com
Investor Relations Matthew Frankel
matthew.frankel@verint.com
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